TS Printer Procedures

Tech Support will use this document as a guide for handling issues involving printers at UC Centers, sites and SWS staff locations.  The document includes requirements for gathering all necessary information, instructions for providing first-level support, ticket creation/handling/escalation procedures, and information about ordering consummables and printers.

• Printer Malfunction
• Create/Handle Ticket
  
• Printer Consummables
• Printer Purchase

Printer Malfunction

1. Enduser-able resolution steps:
• <TBD>
  

1. TS-able resolution steps:
• <TBD>

Create/Handle Ticket

1. Create Printer/Copier customized ticket:
1. Gather all required information:
• Contact Information (who called in the problem)
• Customer Information (if someone other than contact person experienced the problem)
• Summary:  [loc code] - description (who reported what - e.g. "Pat Lynch reports HP 8130 Laserjet is jammed")
• Required fields: 
  
• Windows printer name (Look In: Start | Printers and Faxes)
• Printer Location: (4th floor near windows)
• IM GA id#:  NA or not applicable
  
• Best time/date for service
• Detailed description of problem
• include verbatim error messages, codes, nature of quality problem, etc.
• Detailed description of document that was being printed
• what application was it printed from (e.g. Word, Acrobat Professional, etc.)?
• how many pages?
• color?
• graphics?
  
• Troubleshooting steps user has taken
• do not instruct user to complete any troubleshooting not specifically documented above
  
• Other users experiencing the problem
• very important for troubleshooting purposes
  
• Other printers available to user
• helps determine urgency
  
• Previous problems of the same nature and when
2. Priority is urgent if
   
• printer is not operable at time of the call
• AND there is no other printer available to complete an important job function
3. Prioritization rationale:  complete sentence indicating why you are prioritizing the way you did
4. Responsible: 
   
• assign ticket to yourself for an issue that is resolvable using documented first-level support procedures
• assign to UDT for urgent issues
• assign to CS for non-urgent issues
2. TS walks user through any EU-able (end user) and TS-able resolution procedures

Printer Consummables

1. Determine Product/Service Level
• black toner
• UC Center laserjet printers - yes
• color toner
• No
  
• black ink
• Site inkjet printers - yes
• UC Center inkjet printers:
• Kiosk printers - yes
• Staff personal printers - no (centers are responsible for providing ink for personal printers)
  
• EXCEPTION:  Rumford (they have no office laserjet printer) <is this still an exception now that they have a color printer>
• color ink
• No
• <what other consummables might a customer request?>
2. Complete Printer Cartridge ticket
• Summary Line:  [loc code] - Printer Cartridge
• Required fields:  Printer Model (e.g. HP Laserjet 4000tn)
• Additional Information field is optional (e.g. "Completely out - need ASAP")
• Ticket is automatically assigned to DShorey as Priority
  

Printer purchase

• <TBD>